Director, Online Services
ACCES Employment
- Toronto, ON
- Permanent
- Full-time
- Function as a primary liaison between program teams and technical resources to develop solutions that meet business needs.
- Proactively and collaboratively facilitate analysis of business procedures to develop sustainable solutions for enterprise applications and integrated systems.
- Lead project management for all Salesforce optimization projects, including clear capture of business requirements, provision of functional deliverables, milestone planning, initial testing, user acceptance testing, follow-up, and change management.
- Work collaboratively with IT and other departments to implement solutions that pursue service excellence.
- Identify and manage risks by developing and implementing risk mitigation measures.
- Oversee the training strategy and resources to ensure program staff are equipped to use platforms/tools in service delivery.
- Lead the successful integration of platforms/tools in program delivery, including honing processes to efficiently administer user accounts/licenses, providing program teams with data insights on platform/tool use, and ensuring that platforms/tools positively contribute to the achievement of programs’ learning objectives.
- Ensure VERA (AI-based virtual assistant) is a viable doorway to ACCES’ programs and services, including overseeing the maintenance and accuracy of VERA, as well as collaboratively collecting internal stakeholder feedback to identify and execute strategic enhancements.
- Manage and support direct reports, including recruitment, supervision, performance management, engagement, and training. Direct reports include Salesforce Database Administrators and platform specialists.
- Procure and oversee the work of vendors to ensure efficient and cost-effective acquisition of technology purchases; oversee warranties and service agreements.
- Stay informed on new or emerging trends and technologies that provide clear benefits to the organization, partners, and/or clients.
- Contribute to funding proposals and opportunities to share ACCES’ work with the broader sector.
- Other duties as assigned, including support of site activities.
- Ability to travel between ACCES locations, as needed.
- Flexibility to work occasional evenings and weekends.
- University/college degree.
- Minimum 5 years’ experience in project management; experience with technical projects is an asset.
- Minimum 3 years’ experience in managing direct reports.
- Previous experience in the not-for-profit sector and working in a diverse community is an asset.
- Proficient use of Microsoft Office Suite with in-depth knowledge of Word, Excel, PowerPoint, and online collaboration tools.
- Demonstrated leadership experience, a collaborative decision-maker, and an open and effective communicator (verbal and written).
- Excellent interpersonal skills and the ability to work effectively with roles across the organization.
- Guided by a commitment to customer service and timely follow-through.
- Ability to manage multiple current projects and a broad portfolio through strong time management skills, agility, problem-solving skills, a pro-active approach, and a sense of urgency.
- Strong analytical skills with ability to identify recommendations and opportunities from data.
- Acute attention to detail and big-picture thinking are required.
- Excellent negotiating and cost-control skills.
- Knowledge of data governance practices, business technology, application services, and data protection.
- Ability to work effectively independently and in a team, set priorities, identify needs, and provide direction and leadership to a project team.